FIS Virtual Back-Office. Dean H. Scholl

Transcription

1 FIS Virtual Back-Office Dean H. Scholl

2 FIS Virtual Back-Office Overview FIS Virtual Back-Office is an end to end outsourced delivery model FIS Virtual Back-Office can help mitigate variable costs FIS Virtual Back-Office can reduce operating costs FIS Virtual Back-Office is 24x7x365 FIS Virtual Back-Office focuses on day to day operations you focus on core activities which drive your business 2

3 FIS Virtual Back-Office Overview (cont.) PROVEN MODEL ASSURED RELIABILITY BENEFITS 10 years expertise Scalable Reduce risk Resource availability Proven SLA performance Strength in core application expertise Detailed metrics FIS Knows your business Process ownership - FIS One vendor SPOC Blind Side FIS is your bench 3

4 Market Segments Community banks Mid-tier and large financial institutions Credit unions International banking Non-financial payment industries including: Government Healthcare Education 4

5 FIS Virtual Back-Office Manages Day-to-day Operations For Bank Back-office Support Item processing exceptions repair, post, reconcilement inclusive of FRB accounts Call Center management 24x7x365 and after hours, inbound and outbound customer service, automated dialer, paper applications, and management Deposit and loan operations account maintenance, closures, modifications, payment exceptions, 1099/1098 corrections, Reg. E/Z disputes, document management and fulfillment 5

6 FIS Virtual Back-Office Manages Day-to-day Operations For Bank Back-office Support Risk Fraud analytics, reporting, BSA & AML Receivables Management collections first party, third party, letter / notices, auto-dialer reminders Conversion-Acquisition consulting, data mapping, testing, process and procedural creation Compliance Review testing DD, CC, Z, etc. Aligns with Federal Audit and Regulatory requirements Provides a detailed Division of Labor process and risk assessment with all processes 6

7 FIS Virtual Back-Office Manages Day-to-day Operations For Bank Back-office Support Provides direct support in Merger Acquisition activities Addresses both business recovery and succession ownership Leverages FIS s collective and global resources Speed to ramp up and execute process owned by FIS Eliminates redundancies across multiple users Scalable banking infrastructure in support of IT and BP operations 7

8 FIS Virtual Back-Office Manages Day-to-day Operations For Bank Back-office Support Provides single point of contact (SPOC) for all integrated services Reduce risk associated with new and timely implementation and product change Promotes processing efficiencies All resources are FIS employees And, Bank continues to own overall control respective of Risk, Regulatory, and Cash Management 8

9 FIS Virtual Back-Office Utilizes Single Point of Contact to Decrease Costs Utilize efficient, specialized staff to lower costs Variabilize your fixed costs pay only for what you use Increase Revenue Allows your employees to focus on customer facing activities and building relationships Relationship = Growth = Revenue 9

10 FIS Virtual Back-Office Utilizes Single Point of Contact to (cont.) Quick Start Proven solution with fast implementation All front and back office requirements can be bundled into ONE single solution Total Flexibility Buy only the modules you need a la carte Buy the whole package 10

11 CHANNELS Target Areas ACCOUNT Small Biz Deposit IRA Debit CARD Credit Pre-Paid Secured LOAN Unsecured TRADITIONAL BRANCH & MAIL CALL CENTER ON-LINE MOBILE & ATM Back-office Origination Back-office Q/A Daily Servicing Exception Mgmt Collections Core Processing TECHNOLOGY Systematics HORIZON IBS Profile BancPac MISER BancLine Mercury Bankway Application Management Hosting Consulting 11

12 A Collaborative Effort

13 Service Components Account origination Account maintenance 1099/1098 processing/corrections CIF changes Escheatment Extensive research Loan operations / servicing Maintenance Document management Lien perfection First party collections Reg Z Audit Bank Operations Client Services Vendor Management Technology Operations Application Support Retirement / HAS Plan application administration Contribution/distribution reporting Regulatory administration Reporting (5498,1099R, corrections) 13

14 Service Components Offered (cont.) Call Center Management In-bound and out-bound calls Auto-dialer 24x7x365 After Hours Support ACH Operation Maintenance EFT Set-up Reconcilement Receivables / Collections 1st Party 3rd Party Auto-dialer Letters / Notices Audit Bank Operations Client Services Vendor Management Technology Operations Application Support Document Management Image capture Indexing, repair Process Development and Improvement Procedural management Process re-engineering 14

15 Service Components Offered (cont.) Customer fulfillment management Daily return mail processing Regulatory compliance statements Reg DD Special handling / request Exception processing Bank of first deposit returns Lockbox rejects Fraud review Suspense and unqualified ACH returns / rejects Audit Bank Operations Client Services Vendor Management Technology Operations Application Support ATM / EFT processing Card management Regulation E disputes Notifications and provisional management Charge-off processing 15

16 How Services Were Chosen Risk Assessment completed analyzing all Bank Operations processes Processes graded based on outsourcing readiness factors Virtual Back-office Services - Assessment CUSTOMER- CONTACT? COMPLEXITY RISK Regulatory Oversight Account Origination P.O BOX MANAGEMENT Y L L N L 1 PAYOFF LETTERS Y M M N M 1 PLACING / RESEARCHING / REMOVING HOLDS Y M L N L 1 PLACING RESTRICTIONS Y M L N L 1 POST FUNDING MAINTENANCE - monetary entries Y M L N L 2 RATE CHANGES - system wide Y L L N L 2 RESEARCHING / REMOVING RESTRICTIONS Y M L N L 2 RESET / CHANGE CARD PIN - VISA Y L L N L 2 SMALL BALANCE LETTERS Y L L N L 1 STOP PAY FEE ASSESSMENT / REVERSAL Y L L N L 2 TAX LEVIES / WRITS Y H H Y H 2 Account Servicing ACCOUNT INQUIRIES includes miscellaneous items not identified Y M M N M 2 ADVERSE ACTION LETTER Y L L N L 1 ATM LOCATOR INQUIRIES Y L L N L 1 COLLECTIONS - INCOMING / OUTGOING Y M M N L 3 CORRESPONDENCE INQUIRIES ( s or calls) Y M M N L 1 CUSTOMER BASIC SYSTEMS NAVIGATION Y L L N L 1 DEPOSIT / LOAN STATEMENT COMPLIANCE Y H H Y H 2 DETAILED ACCOUNT RESEARCH Y H M N M 2 DISPUTES (REG E, Z & BILL PAY) / PROVISIONAL CREDIT MGMT Y H H Y H 2 FEE INQUIRIES Y L L N L 1 FEE REVERSAL REQUESTS Y M L N L 2 (Fulfillment Recon) FILE EXTRACT MANAGEMENT TEST Y L L N L 1 FRAUD REVIEW OF CHECKS Y H H N M 2 INTEREST RATE DISPUTES - REG Z Y H M Y H 2 INTEREST RATE INQUIRIES Y L L N L 1 LOAN INQUIRIES Y L L N L 1 OFFICIAL CHECK REQUESTS Y L L N L 2 OUTSOURCING PRIORITY 16

17 How Services Were Chosen (cont.) Virtual Back-office Services - Assessment PAYMENT / COLLECTION ORDERS Y L L N L 2 POSTAL MAIL CORRESPONDENCE Y L L N L 1 PRE-AUTHORIZED TRANSFERS Y M M N M 2 REQUEST FOR CHECK COPIES Y L L N L 1 RESPOND TO CUSTOMER BASIC BANKING QUESTIONS Y L L N L 1 RESPOND TO CUSTOMER TECHNICAL QUESTIONS Y L L N L 1 RETURN MAIL PROCESSING Y L L N L 1 SAVINGS BONDS TRACKING AND PROCESSING Y M M Y L 2 STATEMENT COPIES and CHECK IMAGES Y L L N L 1 WIRE TRANSFERS - INCOMING / OUTGOING Y H H Y H 3 Exceptions Processing ACH RETURN ITEM PROCESSING Y H H Y H 2 ATM REJECT PROCESSING Y H H Y H 2 BOFD PROCESSING Y M M Y M 2 EARNS NOTIFICATIONS Y H H Y H 2 LARGE DOLLAR SIGNATURE VERIFICATION Y H H Y H 2 NOC PROCESSING Y H H Y H 2 NSF / OD DECISIONING Y H h Y H 2 NSF RETURN FILE PROCESSING Y H H Y H 2 POD CHARGE BACKS Y H H Y H 2 REJECTED DEPOSIT ITEM PROCESSING Y H H Y H 2 REJECTED LOAN ITEM PROCESSING Y H H Y H 2 SUSPENSE ACCOUNT MANAGEMENT Y H H Y H 2 FRAUD AND SUSPICIOUS ACTIVITY REPORTS DDEXO6P1 LARGE ITEMS Y M H Y H 2 DDEX07P1 SIGNIFICANT BALANCE CHANGE Y M H Y H 2 DDEX09P1 DRAWING AGAINST TODAY'S DEPOSITS Y M H Y H 2 TF2019DDP1 UNC TRANSACTION JOURNAL Y M H Y H 2 DDR299P1 DEPOSIT TURNOVER REPORT (CURRENT MONTH) Y M H Y H 2 DDR299P3 DEPOSIT TURNOVER REPORT (CURRENT MONTH AND Y M H Y H 2 17

18 Ancillary Solutions Account Opening/Risk FIS Decision Solutions Bill Payment and Presentment FIS Premium Bill Pay Item Processing FIS Outsourced Image Item Processing Solutions Telephone Banking IVR FIS Telephone Banking Call Center FIS Global Call Centers ATM/Debit Card Services ATM Network Access/Card Mgmt. FIS Card Services ATM/Debit Card Production FIS Documents, Imaging, Archiving Document Creation and Fulfillment, Archiving FIS Output Solutions Document Imaging FIS Output Solutions Compliance OFAC FIS Decision Solutions Workflow Management FIS and Epitome 18

19 How to Get Started The Process Readiness Index (PRI) TM (if not an FIS VBO service) and Operational Assessment Executive Sponsorship Process Evaluations Input to Model Confirm Business Objectives Define Scope Broad View of Business Environment Project Team Interaction Interviews and Process Reviews Information Gathering Analytics Process Scoring 4 5 Output Results Full servicing capabilities Rank Order Processes Define Priorities Present Findings Interactive Prioritization Define Project Next Steps

20 Implementation Timeline Sample (if not an FIS VBO service) Customer Agreement Services Validated Transition Plan 100% Cutover Services Added 1 Week 3 Weeks 6 Weeks 9 Weeks 12 Weeks 15 Weeks 20 Weeks 24 Weeks 28 Weeks Service Component Selection DOL and SLA s Crafted Parallel Processing PRI for Additional Services Next Service Engagement 20

21 Tools Division of Labor A Living Document which identifies back-office tasks and designates ownership/responsibility, however very flexible for change BANK NAME: DATE DRAFT - VBO SERVICE OFFERING (At task level) Function / Process Flow Responsible Party Comments D 1 L 1 DL 1 Risk 2 FIS or Bank H M L Account Servicing 1 RESPOND TO CUSTOMER BASIC BANKING QUESTIONS 2 RESPOND TO CUSTOMER TECHNICAL QUESTIONS 3 CUSTOMER BASIC SYSTEMS NAVIGATION - LOGONS, USAGE, INTERACTIONS, FUNCTIONS 4 REQUEST FOR CHECK COPIES 5 STATEMENT COPIES and CHECK IMAGES 6 PRE-AUTHORIZED TRANSFERS 7 PAYMENT / COLLECTION ORDERS 8 WIRE TRANSFERS - INCOMING / OUTGOING 9 FRAUD REVIEW OF CHECKS 10 DETAILED ACCOUNT RESEARCH 11 FILE EXTRACT MANAGEMENT 12 DEPOSIT / LOAN STATEMENT COMPLIANCE 13 GENERAL ACCOUNT INQUIRIES 14 INTEREST RATE DISPUTES - REG Z 15 FEE REVERSAL REQUESTS 16 CORRESPONDENCE INQUIRIES ( s or calls) 17 ATM LOCATOR INQUIRIES 18 OFFICIAL CHECK REQUESTS 19 RETURN MAIL PROCESSING 20 BILL PAY RESEARCH/DISPUTES 21 REG E COMPLIANCE MONITORING 22 REG E DISPUTES 23 REG DD COMPLIANCE MONITORING 24 COMPLIANCE - BSA- Exception Review 25 COMPLIACE - AML-Exception Review 26 SAVINGS BONDS TRACKING AND PROCESSING 21

22 Global Delivery Centers Onshore Volumes 19 million voice 240 million IVR 3 million dialer 1 million back office items Locations St Petersburg, FL Little Rock, AR Milwaukee, WI Associates Offshore Volumes 20 million voice 515 million back office items Locations Gurgaon, India Manila, Philippines Associates 4,500 St Pete, FL Little Rock, AR Milwaukee, WI Gurgaon, India Manila, Philippines 22

23 What I Think About. What keeps my boss awake at night? If given 5 additional resources.where would I deploy them? Where would I then re-direct my directs and SME s? What 2010 project(s) will be negatively impacted due to operational restraints? Can I manage new Regulatory challenges? (E and Z) Can I not afford to propose costs cuts in ? Where can I achieve Operational Excellence? Who is my end to end partner? 23

24 FIS Virtual Back-Office A SUCCESS PROVEN MODEL FIS expertise ASSURED RELIABILITY Proven Performance BENEFITS FIS will lower your costs

25 Passport Destination: Global Commercial Services Visit the Global Commercial Services team in booth 327! Learn how FIS Virtual Back-Office combines banking disciplines with process expertise to provide technology and application support for all core banking and ancillary systems. Learn how to confidently outsource with FIS! 25

26 Thank You Dean H. Scholl, Global Commercial Services Office: Mobile: Fax: